ComplaintsforCourtesy Moving & Storage

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Movers did a terrible job and packed poorly. I was told I had the best crew in the company and that is sad if true. I have attached photos and have many more. The biggest issues are the following below. I expect to be compensated fairly as I would expect to have expensive things in as good of condition as prior to move. ******* never asked me what items they should be more careful with, however they were careful with nothing and I have proof of how bad this job was done. I have other issues besides what is listed below but I expect at the very least I get the below list repaired to same condition as prior to move or replaced. I was never told I could get better coverage for my items. I included pics of careless packing.Movers dropped my water distiller denting it in two spots. ******* told me I would get paid on replacement value. Value is $1735.Movers messed up a drawer on my speaker tower. ******* came out to fix this and ended up breaking it even more and now on one of the towers the drawer is unable to put in and he left it both taken apart. Value of comparable towers are $750. ******* said he would replace both.Steel rack in garage the movers took apart at old house and reassembled at new house. When trying to put boxes on shelf it crashed down and I could have been seriously injured. ******* came to fix this and we noticed several screws missing. ******* said he would get these as they have to come from manufacturer. I have no update on this. Value of rack is $350.My bbq grill has a broken wheel on it now from the move. value of BBQ is $700.My vintage Sansui amp has a missing foot and a scuff on it. ******* said he is sending foot? I don't have s**** to attach it. Value of amp $900.Other issues just to note are the scuffs on entertainment center and missing screws for table, I won't ask for anything to be done on these as long as the above gets taken care of COMPLETELY. I expect same condition repair, comparable replacement or reimbursed for full value.

  

  Business response

  08/14/2023

  The General Manager has responed to ******************************* by phone and has gone to his house to remedy the issues, some issues were taken care of some need more attention. ******************************* is being unrealistic in thinking he can get full replacement value for the damaged items when he did not agree to that at the time of the move. We will continue to work with ******************************** in the future to resolve this. 

  Customer response

  08/15/2023

   I am rejecting this response because:
  
  The "general manager" ******* told me he cant work with me anymore, so he WAS in touch and no longer is. I have already negotiated some things with *******, there were items he said he would replace and I expect the promises made to be kept. There are still items he said he was working on but are only partially resolved. As I wrote in my original complaint to the BBB I am willing to let some things go. 

  Items ******* said I would get REPLACEMENT value for the water distiller and the speaker towers. 

  Items that ******* said he was working on were the garage rack which is missing many screws, if screws are able to get ordered for this I am willing to install them. If screws are not able to be found from the manufacturer I want replacement value. My vintage Sansui amplifier was scuffed and a foot missing. ******* brought a foot that was a knock off and too small. Then ******* said he got the right one and sent it to me only to find this is also a knock off, not the original and is not properly sized. I expect the replacement value or close to for this item. 

  The BBQ has a broken wheel and I either want the wheel replaced with the SAME MANUFACTURER wheel or replacement value. 

  The other things that were damaged were the entertainment center, missing screws to a dining table, of which I am not requesting action on. I also let ******* use a clip from my entertainment center for my armoire since that was lost in the move as well. 

  AGAIN I HAVE HAD NO COMMUNICATION FOR RESOLUTION SINCE I WAS TOLD ******* WOULD NOT WORK WITH ME ANY LONGER ON AUGUST 5TH. The only communication i got was august 14th with ******* saying he sent me the foot for my amplifier and a bag that his crew tore and he had it sewn. 

  To say my expectations are not realistic is unfair. I am compromising and have let things go. If I was told from the get go that high value items should be noted I would have done so. If i was told i could get extra protection I would have done so. I would have gone with another moving company even more expensive if I would have known they would be this rough with my home items. 

  

  Business response

  09/08/2023

  Hello ******,
  This is in response to complaint # ********, I would like to respond to the last customer's letter. We have been in contact with me personally so I didn't take the time to respond through the BBB.
  We have offered him a settlement and are waiting for his response. 
  When I go online it says the response time is timed out. 
  I just sold Courtesy Moving 3 weeks ago. That is why I am contacting you with my personal email. 
  You can call me if needed ************
  Thanks  **********;

  Customer response

  09/13/2023

   I am rejecting this response because:
  
  This is absolutely the most frustrating and awful experience I have ever had moving. I was offered a settlement that was 25% of what I estimated. SO MANY BROKEN PROMISES!!  I was promised by ******* that I would get replacement value for my water distiller that they dropped ($1,735). I was told I would get replacement speaker towers they broke (each tower replacement cost ($750). I was told I would get the correct foot for my Sansui amplifier and was told I would get the replacement screws from the manufacturer for my garage rack. 

  There are just the promises and doesn't include the smashed wheel on my BBQ, the scuffs on my vintage amp, the scuffs on my entertainment center or the lost screws to my table. 

  I was offered in a "settlement" less than the cost of my water distiller?? and told that it was a fair offer?? 

  Monday I was sent their "settlement" and I responded same day. I responded with how unreasonable the offer was and I provided an offer that I would accept and not pursue further for damages. My offer I gave a couple days ago which is far less than what the company should be paying for. I am still awaiting a response. 

  

  Business response

  09/27/2023

  Courtesy Moving & Storage *********************************************************** Phone: ************ Fax: ************ www.courtesymoving.corn  
  September 26, 2023 
  Re: *****************************;
  Good morning ******, 
  Sorry for the delay. I ***************************** (General Manager of Courtesy Moving), per owner of Courtesy Moving have reached out to Mr. ************* with an offer of $1,500.00 for all damages. During his move Mr. ************* said that he would be satisfied with $3,000.00. The owners' last offer is $1,800.00. I sent the offer to Mr. ************* and I haven't heard back from him. He did sign for $ .60 per pound and Courtesy's offer is far beyond that. 
  Please don't hesitate to contact ********** at your convenience. 
  Thank you and have a Great Day, 
  
  An ******************, General Manager Courtesy Moving And Storage 
  An agent for ******* Worldwide Moving; MC ******, ****** ***** Sometimes a good company is easy to find!! 
  

  
  

  Customer response

  09/28/2023

   I am rejecting this response because:
  
  This is another dishonest response from the moving company. I did respond back via text which I have record of. 

  I asked why the promises for specfic items being replaced was not met and I got no response back. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩